1. Analysis & Disclosure of customer complaints
FY 2017–18
Information classification: Internal

2. Customer complaints and awards 2017–18
Customer Complaints – FY 2017–18
Total
Retail Banking
Private Banking
GTS Ops/IB Client Services
Markets
No. of complaints pending at the beginning of the year 11
No. of complaints received during the year 62 61 1
No. of complaints redressed during the year 73 72
No. of complaints pending at the end of the year
BO Awards – FY 2017–18
Total
Retail Banking
Private Banking
GTS Ops/ Client Services
Markets
No. of unimplemented Awards at the beginning of the year
No. of Award passed by the Banking Ombudsmen received during the year 1
No. of Awards implemented during the year
No. of unimplemented Awards at the end of the year
Information classification: Internal

3. Complaints received 2017–18 Month Apr-17 May-17 Jun-17 Jul-17 Aug-17
Sep-17
Oct-17
Nov-17
Dec-17
Jan-18
Feb-18
Mar-18
Total
Banking + RCR
Retail Banking 11 5 1 6 3 2 61
Client Services
IB/GTS
Markets 62
Information classification: Internal